Frequenty asked questions

Where can I buy a Trezor wallet?

Trezor Shop is the best place to purchase a Trezor hardware wallet . You can also order from the official Trezor Amazon store and from our official Resellers .

Orders are typically processed the same or next working day following payment. Customs duties may apply for delivery to certain countries.

To make a purchase from Trezor Shop:

  1. Choose your preferred Trezor model and click Add to cart
  2. Scroll down the page to choose other products or accessories. The panel on the right will update to show the order Total including VAT. Click Continue when done.
  3. Select a country to deliver to, then click Continue
  4. Add any accessories you missed, and click on Continue to proceed.
  5. Select a shipping method for your order and click Continue . Delivery methods vary by country.
  6. Enter your billing and delivery address details.
  7. Scroll down to choose a payment method and place your order.

Is it safe to buy a Trezor on Amazon?

Trezor hardware wallets are also sold on the official Trezor Amazon store . Products sold through Amazon are kept separate from other inventory and are safe to use as long as they pass standard security checks .

My country is not available, how can I buy a Trezor?

You can also buy Trezor wallets from one of our official resellers . In some countries such as Brazil and the Philippines this lets you avoid a complex and expensive customs process.

How can I pay for my order?

Trezor Shop supports payment by card or cryptocurrency.

During checkout, choose Confirmo to pay with Bitcoin or Litecoin, or GoPay to pay with debit or credit card. Card payments are made in Euros, so please contact your bank if you experience any trouble approving the payment.

If paying with cryptocurrency, do not pay directly from an exchange. This can result in an underpayment, causing the order to fail.

Can I modify my order?

As long as your order has not been dispatched, you can change it by writing to us.

Simply follow the Contact us link in your order confirmation email under the header Do you need to change your order? .

Describe any changes and submit the message, then wait for confirmation. Your order will be placed on hold until the changes have been confirmed.

Why was my order canceled?

All unpaid orders are automatically canceled after 7 days. It is common to accidentally create multiple incomplete orders, and therefore receive a notification when they are canceled.

If you created multiple orders around the same time and paid for one but abandoned the rest, your paid order will be shipped but you may receive order cancelation notifications for the other order(s). Check the order token to confirm which order was canceled.

If you completed and paid for your order and it still got canceled, one of the following may have occurred:

Insufficient amount

The service you used to send the payment has deducted fees from the final amount, so the full price has not been paid. This can happen when paying from an exchange. Contact our support to request a refund.

Paid after timeout

Currently, our system accepts payments received within three hours of requesting payment. If the transaction arrives after this time, you should contact our support and request a refund.

Unconfirmed transaction

Setting a low transaction fee for crypto transactions will take longer to confirm and may not be received in time. If your payment does not confirm, increase the fee or place a new order.

What shipping options can I use?

Available shipping methods vary by country. Make sure you select the correct destination country during checkout.

Standard shipping

Standard shipping is available in EU countries and Russia. Package tracking is limited.

Delivery time may take from five days to six weeks, depending on your location and national post service.

Parcels ordered using Standard shipping can be tracked here until it leaves the country of origin. It can then be tracked using your country's postal service website if available.

UPS shipping

UPS shipping is a professional and fast delivery service that provides shipment tracking.

Delivery time may vary between one and three business days, though customs checks may cause additional delays. Parcels delivered using UPS can be tracked here .

Delivery in the UK and USA

Orders delivered to customers in the United Kingdom and the United States of America are dispatched by local fulfilment centres using local delivery services.

How can I track my order?

A tracking ID is assigned to your order once the order status is shipped.

Orders which have been paid for are processed within 48 hours during business days, unless otherwise stated during checkout.

Once the order has been shipped, you will receive a notification from [email protected] containing the tracking ID.

Parcels sent using UPS can be tracked here and parcels sent by Standard shipping can be tracked here while in the country of origin and then through your local postal service's website.

Orders to the USA and UK can be tracked using your local postal service's website.

How will I know when my order is dispatched?

Once your device has shipped, we will notify you by email and provide a tracking ID.

Why hasn't my package arrived yet?

We never postpone shipping without notifying you first. If there is a delay before the package has been dispatched, it may be due to incomplete shipping information being provided. In that case, our Customer Support team will contact you and request the missing information.

International deliveries will be processed by customs on arrival. This is where most delays occur. The delivery will only appear in a customer's local post tracking system once it has been released by customs. This process can sometimes delay items by many weeks.

In rare cases, using standard shipping, your package may get lost during transport. These are processed as a lost package and dealt with through an investigation process . Contact our support team if you believe your package has been lost.

How do I know if my package was lost?

An investigation into a lost package can be initiated if your order meets at least one of the following criteria:

  • the package does not leave country of origin within ten days
  • the package does not appear on the destination country's tracking service within 21 days
  • the last update on the tracking service is older than ten days

Contact our support team if you believe your package has been lost.

How can I return an order?

Orders made from Trezor Shop can be returned within 15 days of an order being delivered, as long as the product(s) are unused and sealed in the original package with all included materials in their original condition.

The Trezor returns process is carried out in accordance with our refund policy, detailed in section 8 of the Trezor Shop terms and conditions .

Individual items can be returned even if they were part of a larger order. You will be refunded solely for the value of the returned item.

To return an item:

1. Contact Trezor Support and state which products you would like to return, as well as your order token. As long as you contact us within 15 days of your order arriving and return it in original condition it will be accepted.

2. Trezor Support will provide instructions on how to return the package. Customers in the USA and UK will be provided with a return label to print and attach to the package.

3. Visit your local post office to dispatch the package, then inform the Trezor Support agent who is helping with your case and provide them with the tracking ID.

4. Once the package is on its way, your refund will be processed using the same payment method you used at checkout. For cryptocurrency payments please provide a valid receiving address.

Where can I find more information and support?

The Trezor Help Center is our official troubleshooter, where you can also submit questions for help with technical, payment or logistics issues. Before opening a ticket, check our other support channels to see if the issue can be resolved more easily on your own: